Frequently Asked Questions

Find quick answers about choosing an order pathway, payment, shipping, tracking, returns and product information. If you still need help, email support@buyfirstnations.com.au or call 1300 102 114.

Checkout pathways and payment

Which checkout pathway should I choose?

Choose the option in your cart that best matches the order:

Personal order: for purchases you are making for yourself.
Organisation order: for a school, business, government agency or other organisation, including orders that need an invoice or purchase-order reference.
Gift order: for an order sent directly to someone else with gift wrapping and an optional message.

All three pathways continue through the same secure Shopify checkout.

How does the organisation pathway work?

Choose I’m buying for an organisation in your cart and enter the legal organisation name, ABN if applicable, contact details, accounts email and any purchase-order or internal reference. At checkout you can use an available online payment method or select Invoice to Business when an invoice or purchase order is required. The invoice is emailed to the accounts contact you provide. Unless prior arrangements have been approved, goods are dispatched after payment is received. See our Accounts & Supplier Information for supplier details.

How does the gift pathway work?

Choose I’m buying this as a gift in your cart. A single $10 gift-wrapping service is added to the order. You can choose the occasion and add a to/from name and optional message. At checkout, enter the recipient’s name and delivery address as the shipping address. We mark the order as a gift and do not include prices, an invoice or a packing slip in the parcel.

What payment methods can I use, and is checkout secure?

Available card and online payment options are shown at the secure Shopify checkout. Organisation customers may also see Invoice to Business. Payment options can vary by device, location and order. For information about how order and payment-related information is handled, read our Privacy policy.

Can I get a tax invoice or add a purchase-order reference?

Yes. For a school, business or organisation, use the organisation pathway and enter the legal billing and purchase-order details before checkout. If you select Invoice to Business, the invoice is sent to the accounts email entered in the cart. Online payments also receive the usual Shopify order confirmation and payment record.

Shipping, delivery and tracking

How much is shipping?

Australian standard shipping starts at $11.95, with higher rates for heavier or bulky orders. Express shipping is available for eligible orders from $14.95. Standard international shipping is currently $34.85 to supported destinations. Your exact options and cost are shown at checkout before payment.

We’re here to help. If you need something quickly, are placing a larger order or need help with international delivery, contact us before ordering and we’ll do our best to find the most suitable option.

When will my order be dispatched and delivered?

Most non-express orders leave our depot twice each week. Timing can vary with product availability, made-to-order items and busy periods. After dispatch, the current delivery estimates in our Shipping policy are 7–10 business days for standard Australian shipping, 4–7 business days for Australian express shipping, and 14–30 business days for international shipping. These are estimates rather than guarantees.

How do I track my order?

We email a shipping confirmation with tracking details when your order is dispatched. If you cannot find it, check your junk or spam folder and confirm the email address used at checkout. If tracking has not updated or the parcel appears delayed, contact us with your order number.

Do you ship internationally?

International destinations and rates available for your order are shown at checkout after you enter the delivery address. Some products may have destination restrictions. International deliveries may take longer and customs duties, taxes or import fees charged by the destination country are the recipient’s responsibility.

Can I change or cancel an order after placing it?

Contact us as soon as possible with your order number. We will help where we can, but changes or cancellations may not be possible once an order has been processed or dispatched.

What if my order is damaged, incorrect or missing?

Please inspect the order when it arrives. If an item is damaged, defective or incorrect, contact us immediately with your order number and photos where relevant so we can assess the issue. For a missing parcel, check the tracking first and then contact us so we can work with the carrier.

Returns and exchanges

What is your return policy?

You can request a return within 30 days of receiving the item. It must be unworn or unused, with tags and in its original packaging, and you will need proof of purchase. Contact support@buyfirstnations.com.au before sending anything back; returns sent without approval are not accepted. Custom or personalised items, personal-care and perishable goods, hazardous materials, sale items and gift cards may not be returnable. Read the full Refund policy.

Can I exchange an item?

The fastest option is to request a return. Once the return is accepted, place a separate order for the replacement item. This helps avoid the replacement selling out while the return is being assessed.

Products, ownership and privacy

Is Buy First Nations First Nations owned and operated?

Yes. Buy First Nations is a 100% First Nations-owned and operated business. It is the trading name of Aeth8er Pty Ltd.

Are all products made by First Nations people?

Our range includes both locally produced items and promotional materials. Check the individual product description for the information available about that item. If origin, maker or supplier information is important for your purchase or procurement process, contact us before ordering and we will clarify what is available.

How is my personal information used?

We use contact, order and payment-confirmation information to process payments, fulfil and ship orders, provide customer support and manage returns. Shopify, payment processors and other service providers may handle information needed to provide those services. See the full Privacy policy for details.

How can I get help?

Email support@buyfirstnations.com.au or call 1300 102 114. If we cannot answer your call, leave a message and we will get back to you as soon as we can.